Impact of Change on Hilton and Marriott: Leadership Report

This report delves into the intricacies of change management within the context of Hilton and Marriott hotels. It begins with an introduction to change management, emphasizing its role in achieving competitive advantage. The report then compares the two organizations, analyzing the impact of change on their strategies and operations, including their responses to internal and external factors like organizational culture and political/economic shifts. It evaluates the ways in which both internal and external drivers influence leadership, team, and individual behavior. The report further examines measures to minimize the negative impacts of change and explores various barriers to change, analyzing their influence on leadership decision-making. Finally, it applies different leadership approaches for dealing with organizational changes. The report concludes with a summary of key findings and recommendations for effective change management in the hospitality industry.

Understanding and Leading
Change

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1: Comparison of different organisations and major impact of change on their strategies and
operations....................................................................................................................................1
M1: Assess the different drivers for change...............................................................................4
TASK 2............................................................................................................................................5
P2: Evaluate ways in which internal and external drivers affects leadership, team and
individual behaviour....................................................................................................................5
External factors:...............................................................................................................................6
P3: Evaluate measures which minimise the negative impacts of change...................................7
M2: Change management model................................................................................................7
TASK 3............................................................................................................................................8
P4: Different barriers for change and how they influence leadership decision-making.............8
TASK 4............................................................................................................................................9
P5: Apply different leadership approaches for dealing with changes in the organisation..........9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Change management is formed within an organisation with an objective of bringing new
and innovative changes in business structure so as to achieve competitive advantage and sustain
in competitive market for longer period of time. There are several factors includes internal and
external which arises due to business environment which are complex and contingent in nature.
Thus, such influencing factors forces organisation to make some changes in their working
procedures so as to deal with them in an effective and efficient manner. The present assignment
is based on the Hilton and Marriott which is engaged in providing hospitality services to the
customers coming from different countries. The project summarises the impact of change on
their strategies and operations. Different barriers for change and its impact on leadership decision
making are also discussed under this report. In addition with this, different leadership approaches
which help in dealing with change within an organisation are also explained under this report.
All other aspects are also described under this report with the context of both the Hotels (Bin
Taher, Krotov and Silva, 2015).
TASK 1
P1: Comparison of different organisations and major impact of change on their strategies and
operations
Change is an essential need of every organisation in order to cope up with the influencing
factors in more effective and efficient way so that their business operations are not much
affected. Such influencing factors are classified into internal and external factors which arises
due to complex business environment. Internal factors includes organisational culture, policies,
rules and regulations etc. whereas external factors includes political, economical, social and
technological etc. In order to cope up with such factors, the management of Hilton Hotel are
liable to forecast the future risk and accordingly make suitable plans and strategies with the help
of getting feedbacks from their employees.
Marriott and Hilton hotel both are the well known and established brands which are
ruling hospitality industries at global level. But due to high competition in such industry, the
management of both these hotels need to ready with an effective decisions and strategies so as to
accept changes which are more in trend. This will help company in achieving competitive
advantage and attained strong position in market. Both these hotels are already attained strong
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image thus to maintain their exist goodwill they need to make changes in their pre-planned
decisions on regular basis.
Hilton Hotels and Resorts:
It is a established brand in hospitality industry which are well known for their hospitality
services to the customers. It was firstly founded by Contrad Hilton in 1919 and from them to
now, there are more than 570 hotels and resorts are established in more than 85 countries.
Various properties are owned, managed and franchised to operators by Hilton. Their main
targeted customers are businessmen and leisure travellers due to which their main focus is to find
out their locations such as new airports, popular destinations, conventions centres and major
cities all over the world (Bingham and Main, 2010).
Marriott international Hotel:
It is an American multinational diversified organisation which is also engaged in
hospitality industry due to which gives tough competition to Hilton hotel. It was firstly founded
by J. Willard Marriott and from then to now, it has attained strong brand image in such industry.
It has attained more than 6500 properties in over 127 countries and has also named in 100 top
best companies. Marriott Hotel has currently has employed over 177000 employees which are
more in figures. According to the survey, it has generated over 22.894 billion as revenue which
makes them more successful in hospitality industry.
Therefore, both such hotels are established brand in hospitality industry which are
already having good image and goodwill in market. In order to maintain their exist goodwill and
image, it is essential for management to make decisions and plans after forecasting the risk and
challenges that may occur while performing business activities. Marriott and Hilton Hotel are
such hotels always tried to improve their hospitality services which includes quality food, luxury
rooms, clean environment, staff service etc. Following are the some strategies of Marriott and
Hilton Hotel:
Strategies Marriott Hilton
Products It is well known for their
luxury services in Hotel which
are classified into three major
parts such as core, actual and
augmented. Having large
This hotel in providing
multiple number of services
such as child care, laundry,
babysitting, currency
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number of lodges, resorts and
hotels etc. through which the
hotel are capturing large
market share.
exchange, maid services etc.
Price Hotel Marriott are located at
different places on the basis of
which pricing strategies are
made. They mainly uses
competitive pricing strategies
and make change according to
the situations.
Such hotel is also considering
competitive pricing strategies
which can vary according to
the demands and requirements.
For example, Hilton hotel
charges approx. 5500 to 30000
per room per day.
Place Marriott Hotels has reached
their business across
worldwide. In figure, in more
than 120 countries they are
operated its business. In order
to generate huge revenues,
they mainly focuses on
locating its business nearby to
the airports, highways and
central market etc.
Hilton Hotel also served
hospitality services across
worldwide. They mainly
focuses on finding out the
locations such as metropolitan
cities, business hubs and
tourist locations where they
get maximum crowd.
Promotions Hotel Marriott due to attaining
strong brand image in
hospitality industry having
adequate amount of funds due
to which digital technology are
used by for the purpose of
promotions.
Hilton Hotel uses various
promotional tools and
techniques which includes
media, internet, television,
newspapers, direct mail etc.
Social media is an effective
tool through which Hotel can
easily attract and influence the
behaviour of customers.
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People Hotel Marriott has attained
more qualified and
knowledgeable staff members
who knows how to deals with
customers coming from
different cultures and
backgrounds in more effective
and efficient way. This will
help in attaining loyalty of
customers as well.
Hilton hotel mainly focuses on
enhancing the capabilities and
knowledge of their staff
members through providing
them suitable training and
learning programs at
workplace on regular basis.
Process The firm has follow their own
process of providing services
to the guests. Offering online
booking facilities,
transportation facilities etc.
help their guests during check
in and out.
They mainly focuses on
identifying the needs and
requirements of guests and
accordingly makes changes in
their process of providing
quality hospitality services.
Physical evidence Marriott Hotel is well known
and established brand which
can be easily recognised by
their guests.
Hilton hotel also has attained
well interior design in their
rooms which brings good
image among their guests due
to which it become easy to
retain loyal customers for
longer period of time.
M1: Assess the different drivers for change
In this, there are various factors which drives an organisation to changes in order to deal
with them in an effective and efficient manner so that it becomes easy for Marriott Hotel to
attract customers across worldwide (Coronel, Moreno and Carrasco, 2010). Such factors
includes internal and external factors which may difficulties and challenges in running business
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more smoothly. It includes employees behaviour attitudes, organisational cultures etc. which
affected internally thud can be controllable where as political, social, economical etc. are some
external factors which affects externally.
TASK 2
P2: Evaluate ways in which internal and external drivers affects leadership, team and individual
behaviour
Leadership is an ability of company's management in order to get work done from others
so as to achieve desired goals and objectives within pre-determined period of time. The
managers and leaders of an organisation always focusing on adopting various styles of leadership
according to the situations arises which help in building motivation and confidence among their
staff members. Therefore, it is essential to adopt leadership style or approaches in order to
accomplish desired goals and objectives within limited period of time.
Marriott is an American multinational hospitality organisation which deals in providing
hospitality services such as Hotels, restaurants and lodges etc. It has attained strong brand image
in market due to which the customers can easily attracted towards them. The firm mainly focuses
on providing clean and healthy environment, wash rooms, good infrastructure and other things
which help in maximising the satisfaction level of customers. Leaders also play an important role
in making an effective strategies and various tools and techniques in order to deal with complex
environment which increases their chances of achieving desired goals and objectives (Davis and
Marshall, 2014).
Internal factors:
It is related to the factors which make impact on the business operation internally due to
which it can be controllable and manageable. It includes company structure, rules and
regulations, systems, events and systems that influence by such factors. Internal environment
includes vision. Mission, culture and leadership styles etc. Therefore, such factors forces an
organisation to implement corrective actions and measures in order to deal with such factors in
more effective way so that the business operation are not much affected and influenced. To
overcome internal weaknesses, the management of both these hotel need to conduct SWOT
Analysis which are given as below:
Strengths Weaknesses
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Adoption of leadership style brings more
profitable outcomes to company in form of
getting maximum contribution from their staff
members. In order to deal with complex
situations, motivation and self-confidence
among employees is must thus can be build
through implementing an effective leadership
style according to the situations.
Marriott hotel has weaknesses as there is no
coordination among between employees and
management due to which the chances of
conflicts may arise. This will make negative
impact on the overall performance of firm.
Opportunities Threats
Having proper knowledge of different cultures
enable management of Marriott to welcome
guest from different cultures and backgrounds
in more effective and efficient way.
It may sometimes difficult to manage and
monitor staff members who has different
attitude and behaviour which brings more
threat to company.
External factors:
It is related with the factors which includes political, economical, social and
technological that will make huge impact on the business operations either in negative or positive
manner. Such factors includes political, economical, social and technological which are further
discussed under the below:
Political factors: It is related with the factors which includes government's regulations
and taxation policy that will make huge impact on the revenue of Marriott Hotel. For example, If
the UK government changes which increases tax rate on hospitality services thus it limits the
number of guests arrived at their hotels. Therefore, it may damages their revenues as well.
Economical factors: It is related with factors which includes economy of country on the
basis of which the firm has further decide to operate its business. For example, Marriott hotel in
UK earn huge revenues due to rapid growth in economy which increases their number of visitors
and hence able to maintain their revenue (Doppelt, 2017).
Social factors: It is related with the factors which includes attitudes, behaviour,
preferences of customers etc. which makes huge impact on the production and operation of
business. Thus, it required to make an effective strategies and plans after analysing the
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information collected through research. This will help firm in maintaining strong brand image in
hospitality sector.
Technological factors: It is related with such factors which includes implementation of
advanced and updated technology in the process of delivering hospitality services to the guests.
For example, online booking and transportation services etc. which facilitate guests to visit at
hotel without facing any difficulties (Wilkinson and et. al., 2013).
P3: Evaluate measures which minimise the negative impacts of change
Changes may either negative or positive impact on the business operations which need to
be considered by the management in order to sustain in competitive market for longer period of
time. Therefore, negative impacts can be minimised or eliminated through taking corrective
measures which are determined as below:
Training: It is an effective method which should required to be adopted by Hotel on
regular basis in order to enhance their skills and knowledge so as to increases their capabilities of
working with different technologies and modern systems so as to achieve better possible
outcomes in near future. Organising teaching and learning programs will help staff members to
deal with customers having different cultures and backgrounds in more effective and efficient
manner (Fullan, 2014).
Research and development: It is essential requirement for Marriott Hotel to conduct
research in order to find out the needs and preferences of customers and what are their
expectations from the Hotel. After making proper analysis of data collected through research, it
will help management to make an effective decisions and plans to attract and influences their
decision making regarding staying in Hotel (Thomas, 2013).
Technology: It is also essential for management of Marriott Hotel to adopt an advanced
and updated technology to delivering hospitality services to the customers in more effective and
efficient manner. Encouraging employees to create new and innovative ideas in welcoming
guests in an attractive manner which help in attaining loyalty of customers.
Manager the relationship with people: It is necessarily required to establish healthy
relation with the customers so as to attain loyalty for longer period of time. For this, employees
are given proper guidelines and increases their capabilities to deal with the customers coming
from different cultures and backgrounds.
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M2: Change management model
As defined above, Marriott is adopting Lewin's Change model which is more helpful in
adopting various changes so that it help management in maintaining business operation in more
effective and efficient manner. It includes three stages such as unfreezing, change and refreeze.
Unfreeze helps in finding out the important of accepting changes and its requirements within the
firm. Another step is change which indicates the particular change which is essentially required
to made. The third and last one is refreeze in which company collect feedbacks from their staff
members in order to implement changes in positive manner (Groppel, 2011).
TASK 3
P4: Different barriers for change and how they influence leadership decision-making
There are number of changes occur which may either make positive or negative impact
on the business operation thus requires management to formulate an effective plans and
strategies in order to achieve competitive advantages. Changes brings lots of problems and
challenges which makes difficult for firm to survive in competitive market world. There are
several number of barriers or conflicts which may restricts the employees to operate business in
more effective and efficient manner. The management of Marriott Hotel also requires to identify
such problems and accordingly make corrective actions in order to resolve them in an
appropriate manner. Such barriers can influence the leadership decision making which are given
as below:
Improper communication: Lack of communication among employees working in
Marriott Hotel bring disadvantages due to which it becomes difficult to operate business
functions more effectively. The employees need to have proper knowledge about the roles and
responsibilities so that profitable outcome can be received which increases the chances of
achieving growth and success (Hallinger and Heck, 2011).
Lack of employee's involvement: It is also considered as barrier which may damage the
stable position of Marriott Hotel. The management if took decision without considering the
views and feedbacks of employees brings demotivation and disinterest due to which their
performance will goes diminishing. Therefore, it is necessarily required for management to
provide an opportunity to their employees to participate in decision making process so as to
increases the chances of making an effective decisions for the betterment of firm.
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Organisational cultural planning: It is important to establish healthy environment at
workplace so as to improve the performance of employees. For this, it is essential to form an
appropriate culture or structure of firm which will bring motivation and self-confidence among
them to work hard and contribute their maximum efforts in achieving desired goals and
objectives (Suchman, 2011).
To identify such barriers and bring out the optimum solutions, Force Field Analysis need
to be adopted by the management of Marriott Hotel which are briefly described as below:
Force Field Analysis:
Step 1: Proposal for change: In the first phase, the barriers and conflicts are identified
which includes changing cultures and environmental factors. This may bring lots of challenges in
order to understand the changing business structure of an organisation (Luo, Meier and
Oberholzer-Gee, 2012).
Step 2: Identifies change forces: In this step, the reason behind occurrence of barriers and
conflicts are identified due to which the managers and employees takes responsibilities to
minimise the conflicts through adopting an effective strategies and plans.
Step 3: Identify factors against changes: In this step, not involving employees in decision
making process will create major issue at workplace due to which the employees may hesitate to
adopt changes.
Step 4: Assign scores: In this, the management need to focus on implementing changes
and maintain healthy relation with the employees so that better outcomes can be achieved. It is
an essential to achieve success through reducing communication barriers.
Step 5: Analysing and applying: In this, analysing about the positive or better working
environment which help them in achieving desired goals and objectives.
TASK 4
P5: Apply different leadership approaches for dealing with changes in the organisation
There are different leadership styles which need to be applied by the management in
order to get work done from others in more effective and efficient manner (Malenfant, 2010).
There are lots of changes and trends exist in market environment which requires management to
adopt different leadership style according to the situations. Some of which leadership styles are
as follows:
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Autocratic style: In this style of leadership, the leaders are solely take decisions and plans
without getting suggestions and feedbacks from their employees. Such style of leadership is
mainly adopted in order to grab competitive opportunities in case of emergencies where the
leaders have no time to consult with their employees. Thus, it may brings profitable result to
company but at the same time, it brings dissatisfaction and demotivation among employees.
Democratic style: In this style of leadership, the leaders provides an opportunities to
employees in order to get valuable suggestions and opinions which can be consider while making
an effective and decisions. This will help Hotel Marriott in eliminating minor problems and
make profitable decisions (Mayfield, 2014).
Laissez-Faire style: Under this style of leadership, the leaders play no role in decision
making process as all rights and responsibilities are given to employees to take decisions on their
own in order to complete allotted task in more effective and efficient way. Such leadership style
gives freedom to do whatever they want to do in order to achieve better possible outcomes.
Therefore, it motivates employees to think something new and creative so as to complete task in
profitable manner.
Transformational style: Under this style of leadership, the leaders are mainly focuses on
bringing new changes in their existing plans and policies according to the situation that will help
them in achieving better possible outcomes. Hotel Marriott may adopt such leadership style in
order to make employee more capable to compete with complex situation which further help
them in achieving their personal as well as professional goals.
Transactional style: Under this style of leadership, the leaders are mainly focused on
maintaining standards of organisation with an objective of giving appreciation to their employees
in terms of providing rewards, compensation, bonus salary etc. so as to bring motivation among
employees to work hard and perform well in order to achieve strong position in company.
The above mentioned leadership styles have their own benefits in several circumstances and
conditions of an enterprise. These approaches have to observe and analyse their impacts in terms
of determining the suitability (Different leadership styles, 2016).
CONCLUSION
It has been concluded from the above project report that changes are essential
requirement for an organisation in order to deal with complex situation which may arises due to
internal and external factors of business environment. There are various barriers and difficulties
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occurred due to changes adopted which need to be resolved by management as quickly as
possible so as to achieve competitive advantage. There are different leadership styles which also
required to be adopted by leaders according to the situation exist within business organisation.
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